Talking Number complaints policy

Code of practice for handling customer complaints

Our commitment is to respond to our customers’ enquiries as quickly and as efficiently as possible.

We will provide customers, where feasible, with an on the spot response to any enquiry. We will endeavour to rectify the problem immediately, and if this cannot be done, to investigate the problem and call the customer back within 48 hours. After this initial contact, the customer care representative will agree an appropriate call back schedule with the customer.

Our procedures for dealing with customer enquiries is set out below and should you have any questions, please feel free to call customer services on 0203 171 1777.

In writing by post

In writing by email

complaints@talkingnumber.com
Please add 'Complaint' to the subject field of your email, and include your name and address, your mobile/landline and account numbers, a daytime contact number, and details of your complaint or problem.

Recording of customer complaints

All complaints are logged and tracked on Talking Number’s IT system.

Ensuring your query is resolved

Talking Number will provide customers, where feasible, with an on the spot response. Where this is not possible, Talking Number will respond within 48 hours with a resolution or update. Where the query has not been resolved within the 48 hour period a customer services agent will schedule a time to call the customer back with an update. Queries received in writing will be responded to within 72 hours.

Escalation Process

Talking Number’s complaint process is designed to encourage fast and efficient resolution of your issues at the first point of contact.

Our customer care agents are empowered to resolve complex issues and make fair and reasonable customer service decisions.

If the customer care agent is unable to resolve the complaint it will be escalated to a Talking Number manager. The manager will review the dispute and respond to the complainant and attempt to resolve the complaint to the customer’s satisfaction.